Freshworks CTI Solution

If you’re using Freshdesk, Freshservice or Freshsales as your CRM with your telephony system, CDC Software provides a user-friendly connection that creates a more satisfying customer experience while getting the most out of the time your agents spend on each call.

CDC connects the Freshworks products and all leading call center telephony systems in a way that is both highly configurable and customizable. User information pops up instantly on Agents’ Freshworks screens when a call comes in. Detailed call reporting, including such crucial information as call time, queue time, talk time, and hold time, is available, and calculated metrics of totals and averages can be used for Freshworks reports. Plus, voicemails from customers automatically generate tickets that are displayed to Agents, with the recorded message inserted into the ticket—avoiding the time it would take to dial into the voicemail system.

And CDC’s Freshworks CTI platform can be up and running within four weeks or less, at a fraction of the time and expense a custom integration project would take.

To learn more about what CDC’s Freshworks CTI Platform can do for your company, Contact Us.

Integrate Your Salesforce CRM or Helpdesk with these VoIP and Telephony Systems:

Don’t see your VoIP or telephony system? We can probably add it or connect via the MuleSoft iPaaS platform in a few weeks!

Freshdesk CTI Features

Agent Screenpop

CDC can display the actionable data you want your Agents to have from a Ticket via screenpop as soon as they take a call, including previous users and Tickets related to the caller.

Ticket Generation

Tickets can be generated automatically based on pre-set rules, or created instantly by Agents in both Freshdesk and Freshservice. In Freshservice, a Service Request also can be generated for items that require approval.

Click2Call

Agents can dial any phone number in a User profile or Ticket via softphone embedded within the Freshworks app, and—if needed—transfer the call to another agent quickly and seamlessly.

Rapid Deployment

CDC does not require custom integration work. Our library of pre-built telephony connectors let you tie any system to Freshworks in as little as a few days.

Fair, Flexible Pricing

CDC is priced on a per-seat subscription basis, rather than a large up-front capital expenditure. That means you pay for only what you use.

Implementation Options

CDC can be safely and securely implemented in the cloud, on premise, or as a hybrid of the two.